Pre-Order, Refund & Return Policy
WHAT IS A PRE ORDER?
A pre-order is an order placed for an item which has not yet been released, however an allocation for stock is available for purchase. It is the customers responsibility to read and understand this information before proceeding to place a Pre Order.
When you pre-order an item from Merle Rose it is reserved exclusively for you and the order is placed with the manufacturer/designer. Your card is charged when the order is placed so your item can be put into production. Anything with a later ship date or release date is considered a pre order.
Please note that we have no control over when a pre-ordered item arrives, but instead offer estimates. This is due to the designers' production schedules and sometimes an item may arrive several weeks before or after.
CAN I CANCEL MY PRE ORDER?
Pre-orders cannot be cancelled as a special order has been made exclusively for you with the designer which means your item is already in production and it has been paid for. Pre- Order items are not eligible for a refund.
Please note when ordering a 'pre-order' item, we ask that you check out and pay for the order separately to other items you would like to purchase. This will allow us to ship your other non pre-order items straight away. Your pre-order will then be sent after the arrival date.
WHAT IF I NEED ANOTHER SIZE IN A PRE ORDER ITEM?
Should you need a different size, you can place another order and send back the first item (in perfect condition, unwashed, unworn and all tags attached) and we will refund that item once it is received back in perfect condition.
If you are unsure please email email@example.com and we will be happy to assist and answer any questions you may have about a particular item.
REFUNDS & RETURNS
If the size or style is not quite right, we will happily exchange the item or provide you with store credit if we don't have the item you require in stock.
Help us make your return or exchange as smooth as possible by;
- Making contact with us, emailing at firstname.lastname@example.org
- The item will need to be posted back to us at your expense
RETURN ADDRESS: 15 KITTIWAKE TCE, WERRIBEE, VIC 3030
- Exchanges/refunds must be applied within 30 days from the delivery date of your order.
- We will do our best to refund your item on the same day it arrives back to us. Please allow up to 5 working days for the funds to land back in your account. We will refund you using the original method of payment used for your purchase.
- In the event that we do not receive your returned goods, we will ask you to provide the proof of postage. We reserve the right to refuse a refund if you are unable to provide this.
-The product must be received in its original condition -- unworn, unsoiled, unwashed and with all tags attached. Our team will inspect the return before we issue an exchange or refund.
Merle Rose reserves the right to refuse the return if it does not meet these conditions.
We aim to represent the products as accurately as possible in our photos. However please allow for slight colour variations of fabric in photos due to lighting. Please note that denim can have variations on every garment and every batch due to the denim mill washing process.
We use an EXPRESS service in Australia. Once your order is shipped, Australian orders should take 24-48 hours to arrive to your door, YAY!
*PO BOXES and Parcel Lockers - Please note all parcels with a PO Box Address or a Parcel Locker address will be handed over to Australia Post and will come under their shipping timeframes. Please follow up with your local post office for the shipping timeframe in your local area.
For all our International customers your order will generally take 7-14 business days to arrive.
International express customers will receive their order within 2-5 business days.
We want nothing more than for you to receive your order ASAP and are always working with our postal companies to provide the best service possible to you! Unfortunately we cannot accept responsibility for loss or any damage to packages once they are with the postal service as they are completely out of our control.
For our amazing international customers – if you think you’re package is taking a little longer than normal to arrive the fastest way to chase it up is by contacting your local postal office with your tracking details.
All Australian orders are shipped with Star Track and have the authority to leave your parcel. This allows us to get your package to you as soon as possible. Couriers will leave your package in the safest place possible and this can be tracked by GPS. In the circumstance of there being no safe place to leave packages Star Track will leave a pick up slip in your letter box or under your door. Your package will be taken to your closest post office for you to collect.
We offer FREE shipping on all Australian orders over AUD$150.
For all other orders, Express shipping is available at AUD$15.
Standard shipping will incur a fee that will be calculated at your checkout based on your order and delivery location.